Change of checkboxes can no longer trigger e-mail notifications

[C_dric Chen]

Good morning.

I'm dealing with an unexpected issue regarding e-mail notifications: I configured some e-mail notifications that, once a checkbox changes from "false" to "true", the change would trigger an e-mail. However, this seems to have stopped working. When I checked the sys_email.list, I just can't find the e-mail that's supposedly triggered.

Has anyone experienced any similar issues? If yes, how can my admin fix this issue?

Thanks in advance!

[Riya Verma]

Hi @C_dric Chen ,

Hope you are doing great.

To Troubleshoot , try following below steps:

1. As a ServiceNow technical architect, I will start by verifying the notification configuration. I will check if the correct conditions and triggers are set for the email notification. Specifically, I will ensure that the "checkbox" field change from "false" to "true" is properly defined as a trigger for the email.

2. Check the Notification Events: examine the notification events related to the specific checkbox field and ensure that they are correctly associated with the corresponding email template. 

3. Confirm Email Recipient and Recipients Group: verify the email recipient's configuration to ensure that the emails are sent to the correct user or group. It's essential to ensure that the recipient's email address or the recipients group is appropriately set in the notification event.

[C_dric Chen]

Hello, @Riya Verma .

Regarding item 1, did you mean that I should set up two conditions: "checkbox changes from false" and "checkbox changes to true"?

Regarding item 2, would you mind telling me how I can look up such events? I'm still very much a n00b.

Thank you!

[LearnUseThrive]

Can we see the whole notification conditions? Is this the "when a record is inserted or updated" condition type? And is "updated" checkbox selected?

[C_dric Chen]

Hello, everyone. Thank you for all your responses. After further examination, I discovered the cause: It has nothing to do with the True/False fields. Instead, it is caused by the absence of recipients, because their sys IDs (user, user group, etc.) changed after the app was exported from the Development instance to the Production instance.

I'm such a n00b! 😭😭